We provide equal opportunities to all our employees and to all eligible applicants for employment in our company. We do not unfairly discriminate on any ground, including race, caste, religion, colour, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.
Air India is inviting applications for the position of Senior Manager – Training & Quality for its Contact Centre vertical based in Gurugram.
Position Details
- Role: Senior Manager – Training & Quality
- Location: Gurugram
- Industry: Aviation / Customer Experience / Contact Centre Operations
📌 Job Overview
The selected candidate will lead end-to-end Training & Quality operations, ensuring strong operational performance, compliance standards, and enhanced customer experience across the contact centre function.
🔹 Key Responsibilities:
- Lead Training & QA strategy and execution for the contact centre vertical
- Partner with business stakeholders to define KPIs and quality standards
- Design and implement QA frameworks and measurement systems
- Manage training programs, content approvals, and Training Needs Analysis (TNA)
- Drive continuous improvement using CX metrics and root-cause analysis
- Provide leadership feedback on coaching, productivity, and capability gaps
- Oversee QA and trainer performance reviews, reporting, and governance
- Collaborate on process improvements, vendor performance, and employee engagement
- Present quality reports during internal and external business reviews
Experience Required:
- Minimum 15 years of relevant experience in Training & Quality Assurance
- At least 10 years managing teams of mid-management supervisors
- Six Sigma Green Belt Certification preferred
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